Case Ref: 20 006 167 Category: Adult care services Sub Category: Assessment and care plan

• The Council has agreed to confirm it has issued a reminder to staff to deal with complaints within a timely manner.

Case Ref: 20 004 240 Category: Adult care services Sub Category: Assessment and care plan

• The Council has agreed to remind its social workers of the need to share a copy of a care assessment and care review with their client.

Case Ref: 20 001 927 Category: Education Sub Category: Special educational needs

• Council will remind staff, including relevant management, of the need to inform parents of their right to request a formal review of a Council decision to refuse requests for personal budgets, in line with the SEND Code of Practice.

Case Ref: 20 000 043 Category: Education Sub Category: School admissions

• The Council will remind officers dealing with admissions cases of the need to follow the school admissions code when withdrawing a place to ensure applicants are notified of their right of appeal.
• The Council will ensure there is a process in place for those cases where a residency check raises questions about whether the child lives at the address declared in the application. That process should provide guidance on what action should be taken, when and by whom when contact with the applicant has not elicited a response.

Case Ref: 19 018 482 Category: Education Sub Category: Special educational needs

• Council failed to provide education to PA's son. It has agreed to write to the LGSCO to explain how it will prevent recurrence.

Case Ref: 19 017 140 Category: Education Sub Category: Special educational needs

• The Council has agreed that it will develop a policy and made this publicly available, setting out its approachwhen children are too ill (for example through disability) to attend school.
• The Council also agreed to brief relevant officers on the findings from this investigation;in particular on the need to consider what offer of provision should be made tochildren who are absent from school while it is drawing up an Education, Health and Care Plan (EHCP) and on theneed to avoid repeatedly issuing draft versions of EHCPs which add delay andact as a barrier on parents using appeal rights.

Case Ref: 20 003 523 Category: Housing Sub Category: Homelessness

• The Council will send us an action plan to show how it will reduce the backlog of Housing Register applications and improve processing times.

Case Ref: 20 001 669 Category: Children's care services Sub Category: Other

• The Council will remind relevant staff of the children's statutory complaints process and a complainant's right to pursue their complaint through all three stages, should they wish to do so.

Case Ref: 19 017 309 Category: Adult care services Sub Category: Transport

• Remind mobility assessors to use the free text section to add detail and provide further justification for decisions made.
• Review decision letters to ensure they provide enough detail for applicants to understand why they were not awarded a Blue Badge in order that they can properly appeal.
• Review the Blue Badge process to prevent delay in applications and appeals.

Case Ref: 19 017 164 Category: Adult care services Sub Category: Domiciliary care

• Provide information to show that it carried out the two outstanding actions detailed in a previous complaint response
• Review its complaint process record keeping to ensure documents are properly retained